Cancellation Policy

Booking Modifications

RideTandem aims to enable a flexible service for its customers and will work with its Operator partners to try to accommodate service modifications whenever requested.
It should be noted, however, that Journey Charges are set as per the requirements at the time of booking and pricing is determined by the requirements as set at the time of booking.
While we will always endeavour to provide modifications without a change to the price, extra costs maybe levied by the operator in the event of changes, for instance where extra stops are added or the timetable changes.
In the event of a significant change from the original booking (eg. due to change in pickup/dropoff times, or type of vehicle), we cannot guarantee that the contracted Operator will still be able to provide the transport at the same cost or at all. If the Operator is unable to provide the transport or you do not agree to any additional charges, we will use reasonable endeavours to source an alternative service provider but we cannot guarantee the availability of such alternative transport or that it will be at the same cost. There may also be cancellation charges incurred if the original Operator is no longer required.

Cancellations

We understand that unforeseen circumstances can and do arise, and we aim to be as flexible as possible. However, our Operator partners may still incur costs when journeys are cancelled, particularly last minute e.g. drivers are often booked in a week or more in advance. Furthermore, many turn down other work in order to work with RideTandem. As such, the following is our default cancellation policy where not stated otherwise in the Contract Particulars. :

100% charge - if a cancellation notice is received 24 hours or less
75% charge - if a cancellation notice is received with 24 hours to 7 days
No charge for one off cancellations when notice is received over 7 days.

Please note that this can only be used up to three times in a six month period. Additional cancellations will by default have a 100% charge. In the event that you need to cancel more often than this, we will arrange a meeting to discuss whether the contracted arrangement still meets your needs or whether any renegotiation may be required.. Further free/discounted cancellations are at the Operator’s sole discretion.

During the notice period, all cancellations will be charged at 100%.

Last updated: March 2023